Charlotte Huang

Experience

• 

  Santa Fe Relocation Services

  Oct 2008 - Feb 2011

  Senior Relocation Consultant

  • Executed, managed and controlled relocation process across departments and clients• Appointed SPOC to train on new on boarding consultants• Balanced and fully responsible for billing coordination between 30 clients, three property vendors and 20-25 landlords.• Renewed visa/work permit/foreign expert certificate and residence registration in local police station.• Managed simultaneously 80 accounts to provide potential and existing clients and customers on information regarding private property and other housing properties ranging from RMB 300K pa to RMB 540K pa.• Delivered optimal outcomes is provided to potential and existing clients and customers• Coordinated clients housing options and introduction into their host city meeting clients’ requirements and needs according to their financial affordability and preferences. ​• Negotiated with landlords and developers the various lease options and individual items requested by clients.• Provided tenancy management and after sales service. Show less

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  Experian Asia Pacific

  May 2011 - Sept 2012

  Admin & Sales Executive (Singapore)

  • Processed orders for DPM services and managing database to ensure tasks has met within the timeframe of deadline and 100% accuracy• Followed up closely with clients on: submission of accounting documents (report to manager regularly); approved of Financial Statements & ensure timely endorsement of Financial Statements for purpose of holding AGM (Annual General Meeting); renewal of DPM service• Responsible for taking the daily meeting minutes and sending the minutes to managements.• Fully in charge of the payroll service on behalf of DPM• Collected balance payments by mails & telephone calls, may send summons to the bad debt client and go to court when necessary Show less

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  Accenture

  Mar 2013 - Aug 2015

  Team Lead of Credit & Collection Overseas Team (Global)

  • Achieved 100% target, KPI, ranked within top 3 for a consecutive of 21 months and counting• Delivered monthly Regional Credit Analysis Reports for managing over 900+ accounts; prepared monthly forecast of AR performance for designated team• Operated debt settlements to settle debts/invoices and clear disputes and follow up customers' enquiries on ordering, invoicing, shipment and etc• Managed and supervised team of six; assign tasks; actions taken include executing solutions to escalated matters from team; client relationship management• Analyzed debt situation and manage shipment hold/release and follow up on timely collections to improve DSO (days of outstanding), minimize overdue % and bad debt• Cleared up to 82% outstanding AR receipts and invoices to present up-to-date AR balance for assigned customer portfolios• Collaborated and reviewed transactions, quotations, approval forms by performing SOX audit; results are in SOX report delivered to client management Show less

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  Sutherland

  Aug 2015 - Aug 2017

  • Managing two new projects simultaneously in transition and knowledge transfer for service delivery.• Cooperating with recruiting department on interviewing & hiring new employees. Liaising with other departments to make sure all functions work properly before project goes live.• Establish and maintain communication with clients and TM/members. Attending client’s meeting to present project’s updates and cascade meeting minutes to relevant department.• Reviewing training documents to make sure the accuracy of translation. Determine training needs to equip staff with fundamental skills and knowledge.• In charge of finance billing ,submitting revenue report and cost controlling for the project. Managing project revenue and contributed margin.• Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.• Make recommendations to enhance processes and boost ease and efficiency. Oversee and manage performance and service quality to guarantee customer satisfaction.• Other ad-hoc tasks assigned by the director. Show less * Managing a team with size 21 CSRs and meanwhile providing supports on other 2 teams’ KPI achievement. Monitoring and reviewing performance for other 2 Senior Consultants’ team; making timely Dsat analysis and action plan to make sure high performance delivered. * Quality controlling on team performance to make sure our service meet EPMO target. Audit tickets every day and coach CSRs on tickets errors. * Be the balance keeper and coordinator on project new policies implementation, to comfort CSRs and make sure they compliance with new changes even if the policy will affect their benefit. * Floor management, monitoring volume, being proactive to forecast the volume then process adjustment accordingly on agents’ online status in order to control the CPH and meet program productivity & quality goals. * Handle CSRs and customer’s escalations and provide resolutions. * Knowledge supports to CSRs, provide constant communication on product and policy updates in a timely manner (telegram). * Establish team goals and conduct performance appraisals. Preparing daily and monthly reports for Csat% & CPH and data analysis. * Coaching, control attrition & absenteeism. Talking with CSR one by one on performance improving team engagement and etc.. Show less

  • Account Manager

    Jul 2016 - Aug 2017

  • Sr. Team Manager

    Aug 2015 - Jul 2016